Teamleader Customer Care
il y a 2 semaines
Our client is a specialist in pension insurance in Belgium for a niche market and is based in Brussels. You will join a team of human size in order to bring them your management and leadership skills.
**Beschrijving**
- In charge of the day-to-day management of the Contact Center team (team meetings, setting individual goals, empowerment, tracking KPI's, scheduling, SLA measurement and analysis, etc.);
- Master the company's products, services, procedures and guidelines, and communicate them clearly and consistently to each team member;
- Be the point of contact for any complex issues;
- Identify gaps or areas for improvement and take action to address them;
- Regularly evaluate the performance of Contact Center consultants (qualitative and quantitative), and organize training/coaching sessions to enable each team member to reach their full potential;
- Monitoring calls to ensure that procedures and quality standards are respected;
- Supporting the sales team (setting up quality appointments for field sales people, detecting opportunities);
- You provide sales coaching to optimize appointment setting;
- You prepare your team for the Contact Center digitalization model in order to correctly integrate the sales plan;
- You set up a framework to measure customer orientation and customer experience within the whole company;
- Propose an action plan to improve the customer experience across the company;
- Ensuring customer satisfaction at all times, by providing adequate answers and solutions to their challenges.
**Profile**
- You have experience as a team leader;
- You have an excellent knowledge of French and Dutch in order to be able to lead each team member in his/her own language;
- You have a good knowledge of pension insurance products;
- Leadership: the Contact Center Team Leader is hierarchically responsible for the Contact Center employees. Excellent leadership skills are therefore required;
- Customer service skills: excellent customer service skills, oral communication and writing skills, assertiveness;
- Experience in customer experience within a medium-sized organization in order to be able to guide the company towards this strategy;
- You are a teacher, you like to coach/train your team;
- You have an analytical mind to be familiar with numbers and the analysis of typical life insurance flows;
- You have a critical mind and a good ability to question: know how to handle constructive feedback (positive or negative) in order to improve;
- Diplomatic attitude: ability to interact with other IT departments, Ops, etc
- Versatile: must be able to perform several tasks at the same time, in a qualitative way.
**Aanbod**
Our client offers you a permanent contract with an attractive salary that is negotiable to a certain extent. You will receive competitive fringe benefits (hospitalization, ambulatory, group insurance, meal vouchers, flexible hours, etc.)
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